iHelp
The iHelp Team is Joyner’s internal support resource, helping employees find answers, solve problems, and get the assistance they need to succeed.
Department Head: Sultana Manollessou, Director of Learning & Development ·
Avg Response: Within 1 hr ·
Hours: Mon–Fri 8:00 AM – 9:00 PM ET
How to Work With Us
1
Submit or Call
Submit a ticket using the Quick Link or call us directly at (877) 240-9784. Takes 2 min.
2
We Review
A team member reviews your request and reaches out within 1 hour to assist.
3
We Assist
We work with you via Teams, screen sharing, or phone to resolve your request in the same session.
4
Confirmation
You receive confirmation and any follow-up steps or resources via email.
News & Announcements
Loading department news...
Our Mission
"To provide outstanding service to all Joyner associates with standard knowledge by translating information, business practices, and procedures and assisting with account and billing inquiries — all to improve the customer experience."
Services We Offer
De-escalation Support
Assists the Service Center with de-escalating customers during complex or emotionally charged interactions.
Teams Assistance
Provides training and real-time support via Microsoft Teams including video, screen sharing, and instant messaging.
Complex Issue Resolution
Assists associates with uncommon or difficult issues that fall outside standard procedures.
Complex Billing Resolution
Assists with uncommon billing issues that require deeper investigation or escalation.
Guide Assistance
Makes update requests to the Guide and helps Service Center team members understand and apply Guide articles.
Continued Education
Assists with the training and development of team members in production to increase productivity and performance.
Strategic Goals
1
Influence and contribute to customer focused solutions across all Joyner operations.
2
Positively influence company expenses and manage risk exposures through efficient issue resolution.
3
Develop employees for company needs through real-time training and continued education initiatives.
4
Maintain an average hold time of less than 5 minutes for all iHelp support interactions.
5
Contribute to Guide articles to decrease the volume of calls to iHelp and empower self-service.
6
Empower associates to develop independently and increase productivity through knowledge-sharing.
How We Add Value
We Connect
We connect with you because we are in this together. iHelp is your internal support partner — always here when you need answers, guidance, or a helping hand.
We Enable
We enable your experience through our processes, work products, services, and thinking — translating complex information into clear, actionable guidance.
We Own
We own our responsibilities, decisions, and outcomes that you entrust with us — with full accountability and a commitment to seeing every issue through to resolution.
We Educate
We educate and guide associates by translating policies, procedures, and business practices into knowledge that empowers confident, accurate decision-making.
We Develop
We develop associates through real-time coaching, training support, and knowledge sharing — building capability that increases productivity across the organization.
We Serve
We help associates help the customer — contributing directly to customer satisfaction by equipping every team member with the tools and knowledge they need to succeed.
Policies & SOPs
Key PoliciesView all ›
Department Resources
Submit iHelp Ticket
Log a support request for any iHelp issue — complex billing, escalations, Guide questions, or training support.
Guide Library
Procedures and knowledge base articles to help you find answers and resolve issues independently.
Known Issues Log
Active system issues and updates — check here first before submitting a ticket.
Joyner University
Training and development resources to build knowledge and improve performance across all departments.
Frequently Asked Questions
What types of issues can iHelp assist with?
iHelp handles a wide range of internal support needs including complex issue resolution, billing questions, customer de-escalation support, Guide article questions, and real-time training assistance. If you’re unsure whether your issue falls within iHelp’s scope, reach out anyway — the team will either assist you directly or connect you with the right department.
How do I contact iHelp for live support?
You can reach iHelp by submitting a ticket through the “Submit iHelp Ticket” Quick Link on this page, or by calling (877) 240-9784 directly. iHelp is available Monday through Friday, 8:00 AM to 9:00 PM ET. For live assistance, Teams screen sharing and video sessions are available upon request.
How does iHelp support the Service Center with de-escalation?
When a Service Center associate encounters a difficult or escalating customer interaction, iHelp can be brought in via Microsoft Teams to assist in real time. iHelp specialists are trained in de-escalation techniques and can join the conversation via screen sharing, provide coaching in the background, or take over the interaction directly when needed.
How do I request an update or correction to a Guide article?
Guide article update requests can be submitted through the “Submit iHelp Ticket” form. Select the Guide category and describe the change needed, including the article name and the specific correction or addition. iHelp reviews all requests and coordinates with the appropriate team to get articles updated. High-priority corrections are typically addressed within 1 business day.
Can iHelp help with training and onboarding support?
Yes. iHelp provides continued education support for associates in production, helping new and existing team members build knowledge and improve performance. Support is available through live Teams sessions, screen sharing walkthroughs, and one-on-one coaching. Managers who want to schedule structured training sessions for their teams can contact iHelp directly to coordinate.
Related Departments
Service Center
Primary partner for escalations
Learning & Development
Training & Joyner University
Enterprise Technology
Technical & system support
HR & Employee Care
People support & development
Policies & Documents
Key Policy Documents (8 documents)
IT Help Desk SLA PolicyPDF
Equipment Issuance & Return PolicyPDF
Software Installation PolicyPDF
Hardware Repair & Replacement PolicyPDF
Data Backup & Recovery PolicyPDF
Printer & Peripheral Device PolicyPDF
New Hire Technology Onboarding StandardPDF
Work From Home Equipment PolicyPDF
iHelp Policies (5 policies)
Escalation Policy
Known Issues & System Status Policy
SLA & Response Time Standards
Ticket Submission Guide
User Support Standards
Department Forms
8 forms available — Click any form below. Your name and alias will be pre-filled. You will receive a confirmation email with your ticket number after submission. Contact it@myjoyner.com for urgent matters.
Was this page helpful?